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Skills

  • Communications
  • Product and service knowledge
  • Customer service excellence
  • MS Office
  • Relationship development
  • Business operations
  • Scripted calls
  • Handling escalated calls
  • Customer feedback loop implementation
  • Effective prospecting

Work Experiences

  • Applied conflict resolution strategies to de-escalate customer complaints, reducing churn rate by 38% over several months.
  • Achieved high performance among a team of 17 representatives.
  • Oversaw the quality assurance program, which included on-site assessments, internal audits, and customer surveys.
  • Boosted team call-handling skills.
  • Assisted in beta testing a new CRM system.
  • Collaborated closely with the sales team, generating upsell conversions on 70% of calls by articulating product benefits.
  • Assisted in the beta testing of a new CRM system, leading to a 64% improvement in data capture and management.
  • Achieved results over a the past year period.
  • Built long-term relationships with repeat customers, improving customer retention rate by 22% year-over-year.
  • Transported Jira to the past year customer locations.

Summaries

  • Consistently ranked within the top 30%.
  • Having the ability to build rapport with each customer.
  • Aided in collaborative upsell strategies.
  • Boosted sales by 11 per quarter.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • Achieved upsell conversions on 57% of calls.
  • Consistently maintained high customer satisfaction.
  • Strengths in vendor management and project management backed up by Miscellaneous training.
  • Looking for a job in a thriving, fast-paced environment where my excellent customer service skills will be put to good use.
  • Telemarketer with a strong desire to provide excellent customer service.

Accomplishments

  • Highlighted by management as the top performer for conflict resolution, achieving a customer churn rate decrease by 85%.
  • Revised existing call scripts to enhance clarity and empathy, resulting in a 18% increase in customer satisfaction scores.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Exceeded quarterly upselling targets by 24% by identifying high-potential customers during standard support calls.
  • Analyzed call center metrics regularly and suggested process improvements that helped reduce average handling time by method.
  • Documented and resolved procedure which led to method.
  • Resolved product issue through consumer testing.
  • Led a team of 5 in optimizing call flows, reducing average call handling time by 10 minutes.
  • Helped secure 7 new clients per quarter through targeted cold calls and clear presentation of service offerings.
  • Trained and mentored 8 new team members, driving 24% improvement in onboarding efficiency.

Affiliations

  • Customer Service Institute of America (CSIA)
  • International Association of Professional Technical Communicators (IAPTC)
  • Society for Managing and Prioritizing Multitasking in Business (SPMB)
  • Society for Customer Service Professionals (SCSP)
  • Jaycees
  • Salesforce Trailblazer Community - Support Professionals Chapter
  • Society of Human Resource Management
  • Association for Supply Chain Management (APICS)
  • International Customer Management Institute (ICMI)
  • Help Desk Institute (HDI)

Certifications

  • Cisco Certified Network Associate (CCNA)
  • Certified Customer Experience Professional (CCXP) - Brightline
  • Certified Phone Support Professional (CPSP) - Northwind
  • HubSpot CRM Certification
  • Customer Service Excellence Certification Cedar Works
  • First Call Resolution Expert Certification - Meridian
  • CRM Systems Specialist Certification - HubSpot
  • Call Center Quality Assurance Analyst Certification - Northwind
  • Certified Business Analysis Professional (CBAP)
  • Six Sigma Yellow Belt certification

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